Learn more about the CIAC program Learn more about Sonant's AI receptionist Most AI advice is already outdated before you finish reading it. Save this if you work in insurance - this is exactly why we built CAIC. If AI is moving this fast, the old “learn it once and you’re done” model does not work anymore. Jay Green said it best: you don’t need more hype. You need a way to actually understand AI, use it safely, and keep up as it changes.That’s what this certification is built for: Start with zero knowledgeLearn the foundations firstBuild guardrails before you automateStay current instead of falling behindIf you’ve been waiting to get serious about AI in your agency, this is your sign. Jay Greene on Building CAIC and the Future of AI in Insurance In this episode, Casey Nelson talks with Jay Greene, founder of Agentic Holdings LLC and the Certified AI Insurance Credential (CAIC), about why insurance agencies need a better way to understand and govern AI. Jay shares the origin story behind CAIC, how his experience across the insurance industry shaped the program, and why he believes AI will create a new kind of agent-to-agent workflow in the future.We also cover Agency X’s own mission to document real agency operations, technology decisions, and implementation lessons, including why the show is using Sonant’s AI receptionist, to reduce phone volume and free up staff for higher-value work. Sonant AI receptionist notes Agency X is testing Sonant, an AI receptionist built specifically for insurance agencies, to address one of its biggest operational challenges: high phone volume. Sonant’s AI receptionist is designed to: Answer incoming callsCollect information for quotesCreate service requests in the CRMSchedule callbacksTake messagesHandle calls during evenings and weekendsSupport the team when employees are busy during the dayThe goal is not to replace the agency’s employees. Instead, Ellie is intended to handle repetitive intake and administrative tasks so the team can spend more time solving problems, advising clients, and doing work that requires human judgment. Agency X is documenting the implementation process openly, including what works, what does not, and whether Sonant actually solves the phone-volume problem it was purchased to address. Key discussion points Phone volume is taking significant time away from the agency team.Employees are spending too much time answering calls, collecting information, taking messages, and handling service requests.Sonant is being implemented as an AI receptionist for both daytime overflow and after-hours coverage.Ellie can collect quote information and create service requests in the agency’s CRM.The agency’s objective is to create more staff capacity, not eliminate human involvement.The implementation will be evaluated based on real-world results rather than marketing promises.Agency X will share the onboarding and setup process as part of its broader behind-the-scenes documentation.Main Episode Takeaway AI can be most valuable when it removes repetitive work and gives people more time to focus on the parts of insurance that require empathy, expertise, and judgment.
